Hiring Quality Analyst For non voice process

Key Roles and Responsibilities:

• Conduct quality audits of customer interactions (Chat) as per agreed sampling requirements.
• Ensure accurate and timely completion of assigned audit volumes.
• Ability to review chat interactions against the quality scorecard
• Ability to evaluate tone, empathy, and professionalism
• Provide real-time and retrospective coaching & feedback to improve performance.
• Participate in internal and client calibration sessions to maintain scoring consistency.
• Conduct RCA for repeat defects, critical errors, and performance trends.
• Analyze audit results and quality trends.
• Prepare daily, weekly, and monthly quality reports and dashboards.
• Identify challenge areas and suggest methods to improve quality, at the individual and program levels
• Monitor compliance with regulatory, client, and organizational requirements
• Identify focus group, suggest training & / or Ops teams facilitating re-training and closely monitor their post training performance.

Good-to-Have Hiring Skills:

• Strong knowledge of Fraud & KYC
• Excellent analytical, problem solving, and decision-making skills.
• Ability to work under pressure and meet tight deadlines.
• Good communication skills, both written and verbal
• High attention to detail and strong organizational skills.
• High Integrity, confidentiality and compliance mindset.

Interested candidates please share resume on [email removed]